Closed-Lost Analysis Report

Q3 2025 Customer Interview Insights

Executive Summary

Analysis of 22 closed-lost opportunities reveals pricing structure and feature gaps as primary loss drivers, while team performance remains consistently strong across all evaluations.

22
Interviews Conducted
41%
Lost to Pricing
8.2/10
Avg Team Rating
5
High Win-Back Potential

Primary Loss Reasons

1. Pricing & Cost Structure (9 deals - 41%)

The most common objection centered around total cost, pricing inflexibility, and subscription model preferences.

If we got Envoy, the cost would come out to about $10 per name tag, which wasn't worth it to us — Chrissy Atherholt, Regal Wine
We have different sites other than a corporate office, and we would need to pay for different address, too high compared to the budget — Qiqi, Lufa Farms Inc

2. Feature Misalignment (7 deals - 32%)

Several prospects found Envoy either too complex for their needs or missing critical functionality.

Health and safety controls were missing... Desk capacity planning, who's in the building currently and controls to geo locate them in an emergency — Oliver, ClearMotion
More focused on visitor management than event check in — Sarah Owens, Go Metro

3. Native Integration Requirements (3 deals - 14%)

Multiple enterprise clients required native calendar integration without forcing users to a new UI.

We do not want to confuse our users by directing them to change how they book even the most simple of meetings — Chris Mills, DotDashMeredith

4. Timing & Internal Factors (3 deals - 14%)

Several deals were lost due to restructuring, office moves, or project delays rather than product issues.

We still want to move forward with Envoy. The business is just in a restructure phase and once complete will re-engage with Envoy — Brecht, Africa Data Centres

Win-Back Opportunities

🟢 High Potential (5 companies)

  • Africa Data Centres - Loved product (5/5 value, 10/10 team), waiting for restructure completion
  • ClearMotion/Loquens - Ready to buy in 12-18 months if health & safety features added
  • Ahold Delhaize USA - RFP process in 2026, needs Lenel S2 integration
  • Tipalti - Current iOffice user, open to revised quote (4/5 value, 10/10 team)
  • Office Move Company - Will revisit post-relocation, liked visitor management

🟡 Medium Potential (3 companies)

  • Mollie BV - Needs better hardware integration
  • TeamLogic IT - Client approval pending, concerned about total cost
  • Southwest MS - Open to non-subscription pricing model

Competitive Landscape

Robin
3 wins
iOffice
1 retention
Virtual Front Desk
1 win
Logitech
1 win
TableAir/WhatSpot
1 win
In-House/Other
5 decisions
Robin did not require use of their custom UI to make these changes. This was a requirement we set in the beginning, only Robin had during our trials — Chris Mills, DotDashMeredith

Team Performance

Despite losses, Envoy's team received exceptional ratings, indicating strong sales execution.

8.2/10
Average Team Rating
  • • 11 perfect scores (10/10) or near-perfect (9/10)
  • • Only 2 ratings below 7/10
  • • Strong feedback on responsiveness and thoroughness
Envoy has a nice package to offer. However, the pushiness of the salesman when told 'We are needing time to reflect on this' was extreme — Anonymous Respondent

Key Feature Gaps Identified

  • Native calendar integration (Google/Outlook) 3 mentions
  • Event check-in capabilities 3 mentions
  • Emergency location/evacuation features 2 mentions
  • Room scheduling rules & limits 2 mentions
  • Better hardware integration 2 mentions
  • Residential community features 1 mention
  • Eventbrite integration 1 mention

Segment-Specific Takeaways

SMB Market Insights

  • Price sensitivity is extreme - some paying $50/month currently
  • Need stripped-down, simple solutions without complex features
  • Multi-location pricing is a major barrier
  • Many only need basic visitor check-in or call buttons

Enterprise Market Insights

  • Native integration with existing tools is non-negotiable
  • Complex approval processes require patience
  • Health, safety & evacuation features increasingly important
  • Preference for all-in-one solutions from single vendors

Recommendations

1. Pricing & Packaging

  • ✓ Develop SMB-specific package under $200/month
  • ✓ Create multi-location pricing tiers
  • ✓ Explore non-subscription options for enterprise

2. Product Development

  • ✓ Prioritize native calendar integration
  • ✓ Add emergency location/evacuation features
  • ✓ Develop event check-in module
  • ✓ Improve hardware partner ecosystem

3. Sales Process

  • ✓ Coach on respecting customer timelines
  • ✓ Create win-back campaign for high-potential accounts
  • ✓ Develop ROI tools to justify higher pricing

Interview Participants

Name Title/Department Company Date
Terry Larock Not specified Tipalti Aug 27, 2025
Chrissy Atherholt Not specified Regal Wine Sep 8, 2025
Nuno Not specified Mollie BV Sep 10, 2025
Oliver Not specified ClearMotion/Loquens Sep 11, 2025
Brecht Not specified Africa Data Centres Sep 12, 2025
Brendan Rys Not specified Ahold Delhaize USA Sep 12, 2025
Anonymous Not specified Not provided Sep 12, 2025
Chris Mills Not specified DotDashMeredith Sep 12, 2025
Qiqi Admin Team Lufa Farms Inc Sep 12, 2025
Anonymous Not specified Small Startup Sep 15, 2025
Sarah Owens Not specified Go Metro Sep 16, 2025
Mohamed Felo Not specified TeamLogic IT Sep 16, 2025
Jeramy Ewalt Not specified SST Sep 17, 2025
Tanya Not specified Destination Toronto Sep 17, 2025
Rebecca Fagen Not specified Valnet Sep 17, 2025
Diego Casallo Management Prestamype Sep 18, 2025
Marco Rosario Not specified Underscore VC Sep 18, 2025
Anonymous IT Leadership Not provided Sep 18, 2025
Anonymous Not specified Not provided Sep 19, 2025
Sam Not specified The Tech Map Sep 19, 2025
Jeff Not specified BrandLive Sep 19, 2025
Anthony Not specified Southwest MS Sep 19, 2025

© 2025 Envoy. Confidential Report - Internal Use Only

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